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Issue 4 July 2001

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Console operations

About this document

This document contains basic telephony procedures for using a 302-series
attendant console on a DEFINITY

®

Enterprise Communications Server (ECS) or

an Avaya IP600 Internet Protocol Communications Server. These procedures are
done by the attendants or front desk personnel.

All office staff personnel that operate the attendant console or do console
operations at a backup telephone should be familiar with these procedures. If you
need extra copies of this document, contact your Avaya representative or order
more copies as described on the inside cover of this document.

Assumptions

It is assumed throughout this document that the user is familiar with the basic
operation of telephones and attendant consoles. If users have access to a
multimedia personal computer, there is training available on CD-ROM for basic
console and telephone operations.

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Summary of Contents for Definity Enterprise Communications Server

Page 1: ... 1 7 QWHUSULVH RPPXQLFDWLRQV 6HUYHU Console Operations Quick Reference 555 230 890 Issue 4 July 2001 ...

Page 2: ...ay cause harmful interference to radio communications Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense Part 15 Class B Statement The 302D console has been tested and found to comply with the limits for a Class B digital device pursuant to Part 15 of the FCC Rules These li...

Page 3: ...0 Activate the console 11 Deactivate the console 11 Answer calls 12 Make calls 12 Forced release 15 Split calls 15 Split Swap 16 Auto Start and Don t Split 19 Class of restriction 20 Night Service 21 Feature operation 22 Attendant Backup 22 Busy Verification 24 Call Forwarding 25 Call Park 27 Conference 28 Crisis Alert 29 Emergency Access to Attendant 30 Hold 31 Integrated Directory 32 Intrusion 3...

Page 4: ...Contents iv DEFINITY ECS Console Operations Quick Reference Override 36 Recall 37 Serial Calling 38 Transfer 39 Trunk Identification 42 Index 43 ...

Page 5: ...onnel that operate the attendant console or do console operations at a backup telephone should be familiar with these procedures If you need extra copies of this document contact your Avaya representative or order more copies as described on the inside cover of this document Assumptions It is assumed throughout this document that the user is familiar with the basic operation of telephones and atte...

Page 6: ...to the dial keypad have fixed meanings Those lamps are shown as follows Position Available Lamps associated with feature and trunk buttons are identified by their button label such as NORMAL MODE Messages appearing on the display are shown as follows When the display examples show a value within arrows this represents a variable that will differ for each example The term attendant console signifie...

Page 7: ... is not accepted The following table lists the features described in this document Ask your administrator for these codes and write them down in this table Related documents DEFINITY ECS Console Operations 555 230 700 PC Console Quick Reference User s Guide 555 230 795 GuestWorks and DEFINITY ECS Hospitality Operations 555 231 742 R9 555 233 755 R8 555 230 723 R7 and earlier Feature Feature access...

Page 8: ...le 10 Volume control buttons 4 Call processing area 11 Outside line buttons 5 Outside line buttons 12 Feature buttons 6 Warning lamps and call waiting lamps 13 Call appearance buttons 7 Display buttons Test 1 phdg302b KLC 031899 On Hold Calls Waiting Calls Waiting Warning Individual Calls Waiting Alarm Alarm Reported Position Available Cont Warning Busy Cont Warning Busy Start Release Cancel 4 GHI...

Page 9: ... call waiting lamps 12 Feature buttons 6 Outside line buttons 13 Call appearance buttons 7 Display buttons phdg302c KLC 042501 a b c d e f Position Available Forced Release Night Pos Busy Calls Waiting Calls Waiting Warning Individual Calls Waiting Alarm Alarm Reported Control Warning Busy Control Warning Busy Split Hold Select Volume Cancel Start Release 3 DEF 1 4 GHI 7 PQ S R 6 MNO 9 WXYZ 2 ABC ...

Page 10: ...u release the buttons Handset For the 302D console this is a standard handset with coiled cord and a modular plug The handset on the 302D console connects to the bottom front of the console The handset can be unplugged from the console and replaced with a headset that also uses a modular plug For the 302A B C this is a standard handset with coiled cord and a dual prong phone plug connector The han...

Page 11: ... alphanumeric display that shows call progress and feature usage information SELECT button and volume control buttons These buttons control the ringer volume for incoming calls handset headset volume 302D only timed reminder call volume call waiting tones volume emergency call volume expander option 302D only and display character format Eurofont or Katakana 302D only Incoming crisis alert calls r...

Page 12: ...onsole features When the lamps come on the feature is active When the lamps go off the feature is inactive When the lamps flash 3 times you cannot access the feature at this time There are also some status lamps not directly associated with buttons and they are located next to the dial keypad Calls Waiting This lamp lights when there is one call in the queue Calls Waiting Warning This lamp lights ...

Page 13: ... Controlled Station to Station Restriction Call Indicates that a user attempted to make a call to another extension but the extension has Station to Station Restriction applied ct Controlled Termination Restriction Call Indicates that a user or an outside caller attempted to make a call to an extension but the called extension has Termination Restriction applied d Don t Answer or Cover Indicates t...

Page 14: ...feature depending on whether the switch is administered for that feature The administrable features include the following Attendant Lockout If Attendant Lockout is on you cannot reenter a conference call Attendant Auto Start If Attendant Auto Start is on you do not have to press the START button or a call appearance button to make a call For an explanation of Auto Start refer to Auto Start on page...

Page 15: ...s on press the NIGHT button The Night lamp goes off The Position Available lamp goes on Deactivate the console If you do not want anyone using the attendant console after hours perform the following to deactivate the attendant console 1 If the Night lamp is off press the NIGHT button 2 Unplug the handset or the headset All lamps on the console go off 302C and earlier consoles 3 Press the activate ...

Page 16: ... call The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode Make calls You can make calls using the dial keypad or using the DXS selector console To make outside calls you can use the dial keypad or the trunk group select buttons To make calls using the selector console use number 7062 as an example 1 At the se...

Page 17: ...on or an idle call appearance button You hear a dial tone The call appearance lamp goes on The Position Available lamp goes off 2 Dial the extension You hear a ringback tone The display shows the dialed number The ringback tone stops when the called party answers 3 To end the call press the RELEASE button You are disconnected from the call The call appearance lamp goes off The display goes blank T...

Page 18: ...o one of the following a Press the START button or an idle call appearance button You hear a dial tone The call appearance lamp goes on The Position Available lamp goes off b Press a trunk group select button Continue with Step 3 The call appearance lamp goes on The Position Available lamp goes off The trunk group select Busy lamp goes on 2 Dial the trunk access code or dial the Automatic Route Se...

Page 19: ...wering calls you can get in a situation where you cannot cancel or release a call If this happens use the FORCED RELEASE button This disconnects you from the current call and returns the console to the normal operating mode Use this feature only when necessary Split calls You can disconnect temporarily from a call make a call to another person and then connect the two people together You always mu...

Page 20: ...ection with you the calling person and the called person Press the CANCEL button to cancel the outgoing call attempt and reconnect to the calling person To activate and cancel the split condition refer to Transfer on page 39 Split Swap Split Swap allows the attendant to alternate between active and split calls This operation may be useful when the attendant may need to transfer a call but first mu...

Page 21: ...ogress The Split Swap lamp goes off and the button can no longer be used for this call To drop out of the 3 way connection press the RELEASE button You are disconnected from the call The Split lamp goes off The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode b To transfer the call press the SPLIT button this ...

Page 22: ...ank The Position Available lamp goes on The console returns to the normal operating mode d While alternating between calls using the SPLIT SWAP button you may want to place one of the calls on hold Press the HOLD button when you are connected with the caller you wish to place on hold The On Hold lamp at the call appearance button goes on The call appearance lamp goes off The active call is placed ...

Page 23: ...al to the other end Use the Don t Split feature if you need to send touch tone digits to the far end to pick up answering machine messages when Auto Start is administered Auto Start To use the Auto Start feature 1 To extend transfer an active call to another extension begin dialing the digits of the extension The active call is split away automatically from the console 2 Press the RELEASE button t...

Page 24: ...S COR button The Class COR lamp goes on The display shows the user s COR value a two digit code and a four character restriction identifier such as The COR call restriction identifiers are the following ORIG Origination restriction calls of any type are not allowed from that extension OTWD Outward Restriction calls to numbers outside of the system are not allowed from that extension TOLL Toll Rest...

Page 25: ... 22 To activate Night Service 1 Press the NIGHT button on the console or the NIGHT button on the backup telephone only one backup telephone can have a NIGHT button The Night lamp goes on at the console and at the backup telephone that has the NIGHT button The Position Available lamp goes off To cancel Night Service go into day mode 1 Press the NIGHT button at the console or at the backup telephone...

Page 26: ...elephones until the number of calls waiting in the attendant queue has reached an administered threshold Until the threshold is reached the only indication the backup telephones receive about calls waiting in queue is when the Queue Calls and the Queue Time lamps go on You can press the QUEUE TIME button to see how long the call has been waiting but you cannot answer the call The Queue Time lamp s...

Page 27: ...ng the calls have been waiting in queue and how may calls are in queue 3 To answer the first call in queue dial the Trunk Answer Any Station feature access code _____ or press the automatic dialing button administered with that feature access code 4 When finished with the call hang up In addition to answering overflow calls you can use the backup telephones in a hospitality environment to handle g...

Page 28: ...bridged onto the active call All parties on the active call receive a warning tone 2 second burst of 440 Hz tone to let them know that you are bridging onto the call A half second burst of warning tone repeats every 15 seconds as long as you remain on the call If the trunk is out of service the busy verification is denied You will hear reorder tone If the trunk is idle and it is an outgoing trunk ...

Page 29: ...ll disconnect from your local service provider s central switching office may not always be possible thus allowing dial tone to be returned to the caller and toll fraud to occur To activate Call Forwarding All Calls or Call Forwarding Busy Don t Answer for an extension 1 Press the START button or an idle call appearance button You hear a dial tone The call appearance lamp goes on The Position Avai...

Page 30: ...ture for an extension 1 Press the START button or an idle call appearance button You hear a dial tone The call appearance lamp goes on The Position Available lamp goes off 2 Dial the Call Forwarding deactivation feature access code _____ You hear a dial tone 3 Dial the extension for which the feature is being deactivated the forwarding extension You hear a confirmation tone This indicates that the...

Page 31: ... hear a dial tone The Split lamp goes on 2 Dial the Call Park feature access code _____ or press the CALL PARK button You hear a dial tone 3 Dial one of the administered Call Park extensions These extensions are designated for parking calls only You hear a confirmation tone 4 Press the RELEASE button To pick up a parked call 1 Dial the Answer Back feature access code _____ at the attendant console...

Page 32: ...want to add to the conference You hear a ringback tone 3 After contacting the new person press the SPLIT button All parties including the console are connected together The Split lamp goes off 4 To add more parties to the conference repeat Steps 1 2 and 3 NOTE If you cannot reach one of the called parties press the CANCEL button to end the attempt and rejoin the existing conference You can remain ...

Page 33: ...tion All new incoming calls are queued and can be answered after the emergency notification is processed The Crisis Alert lamp flashes The special emergency alerting tone starts The following displays at the attendant console The call information is logged in the switch and is printed on the journal schedule printer if administered 2 If you are currently on an active call you may want to place tha...

Page 34: ...e access code If the user took the handset off hook the call automatically rings at the attendant console after a predetermined amount of time usually 10 seconds after dial tone stops The call rings at the console with a louder than normal volume If the guest dialed the feature access code the call rings immediately at the attendant console The following displays 2 Follow your local procedures for...

Page 35: ...earance button where the call is held The On Hold lamp at the call appearance button goes off The call appearance lamp goes on The Position Available lamp goes off The person who was on hold is reconnected to the console The person s name if available and extension are displayed 2 To end the call press the RELEASE button You are disconnected from the call The call appearance lamp goes off The disp...

Page 36: ...up for example housekeeping NOTE When you dial the keypad digit for the first letter of a name the first name that matches that letter displays on the console or display telephone You can either continue to dial keypad digits to spell the rest of the name or you can use the NEXT button to scroll down the alphabetical list of names in the directory 3 If you enter a name that is not found in the dir...

Page 37: ...You are connected to the user s call The people on the call may hear an intrusion tone depending on how the switch is administered 4 Relay the message to the user 5 Press the RELEASE button You are disconnected from the call The call appearance lamp goes off The INTRUSN lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode To inte...

Page 38: ...dant attempts to intrude on a call on a station that is a forward to point of another station An attendant attempts to intrude on a busy station where the station is talking to another attendant Loudspeaker Paging The Loudspeaker Paging feature allows you to access loudspeaker paging equipment Nine paging zones and a paging zone to activate all paging zones at the same time can be provided Attenda...

Page 39: ... you will hear intercept tone release the button and try again 3 Press the RELEASE button To use Loudspeaker Paging with trunk access codes 1 Press the START button or an idle call appearance button You hear a dial tone The call appearance lamp goes on The Position Available lamp goes off 2 Dial the trunk access code for the zone you wish to page If you hear confirmation tone continue with Step 3 ...

Page 40: ...ngs at the user s telephone and is not sent to the Send All Calls destination To activate the Attendant Override of Diversion feature 1 Press the START button or an idle call appearance button You hear a dial tone The call appearance lamp goes on The Position Available lamp goes off 2 Press the OVRRIDE button The Override lamp goes on NOTE To cancel an override before you place a call press the OV...

Page 41: ...all the attendant To use the Attendant Recall feature 1 When someone requests assistance The display such as the following indicates that a user is requesting assistance The Position Available lamp goes off The On Hold lamp at a call appearance button flashes 2 To answer the recall press the call appearance button where the On Hold lamp is flashing The On Hold lamp goes off The call appearance lam...

Page 42: ... 4 Dial the number for the person to whom you want to transfer the call You hear a ringback tone The display shows the extension you are calling 5 Press the RELEASE button as soon as the call starts ringing The calling person is connected to the ringing phone line You are disconnected from the call The Split lamp goes off The call appearance lamp goes off The display goes blank The Position Availa...

Page 43: ...he call appears to be an internal call The hacker then asks for an outside line Often because operators are not trained about toll fraud they will connect the hacker to an outside line Another example of social engineering is when a hacker calls the operator and pretends to be a telephone maintenance repair person They make statements such as This is Avaya testing your lines Please transfer me to ...

Page 44: ...ELEASE button as soon as the call starts ringing The calling person is connected to the ringing phone line You are disconnected from the call The Split lamp goes off The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode b If you want to announce the call wait for the called person to answer If the called person...

Page 45: ...ton You are disconnected from the call The Split lamp goes off The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode d To set up a 3 way connection press the SPLIT button before or after the called person answers The console calling person and called person are connected together The Split lamp goes off To drop...

Page 46: ...service to your users To use the Trunk Identification feature from the attendant console or from a backup telephone 1 While on a trunk call where you are experiencing a bad connection press the TRUNK ID button The display shows a number sequence The first number is the trunk access code and the second number is the trunk identification number Write down the trunk information 2 Continue with your c...

Page 47: ...ication 24 button layout 4 C Call Forwarding 25 Call Offer 33 Call Park 27 Call Purpose Indicators 9 class of restriction 20 Conference 28 conventions 2 Crisis Alert 29 D deactivate the console 11 Directory 32 display languages 10 Don t Split 19 E Emergency Access to Attendant 30 F feature access codes 3 Forced Release 15 H Hold 31 I Integrated Directory 32 Intrusion 33 L lamp test 6 languages 10 ...

Page 48: ...ns Quick Reference R Recall 37 related documents 3 release 15 S security 39 selector console 6 12 Serial Calling 38 Split Calls 15 Split Swap 16 status lamps 8 T test switch 6 Transfer 39 trunk group select button 14 Trunk Identification 42 ...

Page 49: ... free to write any comments below or on an attached sheet ____________________________ _________________________________________________________________________________ _________________________________________________________________________________ If we may contact you concerning your comments please complete the following Name _________________________________________Telephone Number Company O...

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